Co-Pilot

Overview

Co-Pilot is a dedicated dashboard that automatically surfaces the leads that need your attention right now, so you do not have to scan your entire CRM to find them. Kraya checks every lead in your pipelines against a set of built-in rules — for example, a lead who replied but has not been answered, a high-intent lead nobody has actioned, or a lead whose messages are failing to deliver — and lists the matching leads grouped by how urgent they are.

Each lead appears as a single row with one or more coloured "signals" explaining why it needs attention, along with quick action buttons so you can respond, call, move the lead, or assign a sequence without leaving the page. Co-Pilot refreshes on its own roughly every 30 minutes, and a lead drops off the list shortly after you deal with whatever flagged it.

You will find Co-Pilot in the left sidebar, just below CRM.

What you can do

• See every lead that needs attention in one place, grouped into four priority levels
• Understand why each lead was flagged through clear, named signals (with a hover tooltip explaining each one and the suggested next step)
• Take action directly from a lead row — send a WhatsApp message, open the lead, move it to another stage, or assign a follow-up sequence
• Snooze a lead to hide it temporarily, then resume it whenever you want
• Filter and search the list by status, urgency, signal type, pipeline, stage, source, and any of your usual CRM filters
• Turn Co-Pilot monitoring on or off for your organization
• Tune which leads count as "high intent", how many unanswered follow-ups trigger a signal, which stages to exclude from monitoring, and which stages count as "hot"

How it works

Automatic monitoring. Kraya re-scans your leads about every 30 minutes and updates the list. You do not need to refresh or trigger anything. The header shows a "Last updated..." label so you know how fresh the list is. In addition, when you act on a lead (reply to it, log a call, move its stage, assign a sequence, and so on), the signal that flagged it usually clears within a few seconds — so a lead you have just handled disappears quickly rather than waiting for the next 30-minute refresh.

Four priority sections. Leads are grouped into four collapsible sections, ordered from most to least urgent:

A lead is placed in the section that matches its most urgent signal. If a lead has several signals of different urgency, its most urgent one decides the section, but all of its signals are still shown on the row.

One row per lead. Each lead shows once, even if it triggered several signals. The row displays the lead's name and phone number, its current stage and pipeline, its signals (as coloured chips), a primary action button, secondary action links, and a snooze (clock) icon. Up to two signal chips are shown; if a lead has more, a +N more chip appears — click it to reveal the rest.

Signals (flags). A signal is a named reason a lead was surfaced. Hover over any signal chip to see a short explanation and the suggested next step. The signal's colour matches its own urgency. See The signal types below for the full list.

You only see your own leads. Co-Pilot shows leads from the pipelines you have access to. Two teammates with different pipeline access will see different lists.

The signal types

These are the signals Co-Pilot can raise. Hovering over a signal chip shows the explanation in the right-hand column.

Notes on specific signals:

• Call-related signals (No Calls Ever Made, Call Gap, All Calls No Response) only appear once call tracking signals have been enabled for your organization, which is done by Kraya. If these signals are expected but not visible, contact your Kraya POC to have them enabled.
• High Intent, No Action, Lead Went Silent, and No Automation Running only work once you have set up Hot Lead Stages in Settings. Until then, these three signals are paused and a warning banner appears at the top of the page. See Settings and configuration.
• A signal escalates in urgency over time. For example, an unanswered reply starts as a lower-priority signal and becomes Critical the longer it goes unanswered.

Step-by-step guide

Opening Co-Pilot

1. In the left sidebar, click Co-Pilot (just below CRM).
2. The page opens with the four priority sections. The first section that contains leads is expanded automatically; click any section header to expand or collapse it.
3. Scroll within a section to load more leads — the list loads more rows automatically as you reach the bottom.

Acting on a lead

Each lead row has one primary action button and one or more secondary action links. The available actions depend on the lead's most urgent signal:

• Send Message — Opens WhatsApp for that lead in a new tab. If the lead's pipeline uses a connected WhatsApp Business (Cloud API) number, this opens Kraya's in-app WhatsApp inbox for that number, pre-filtered to the lead. Otherwise it opens WhatsApp Web with the lead's number ready to message.
• Quick View — Opens the lead's full record in the CRM in a new tab, so you can review it without losing your place in Co-Pilot.
• Move to Stage — Opens a window where you pick a pipeline and stage to move the lead to. Saving updates the lead and removes the row.
• Assign Sequence — Opens a window where you pick an Auto Followup sequence to start for the lead. Saving updates the lead and removes the row.

To act on a lead, click the primary button, or click one of the secondary links beneath it. After you save a stage move or sequence assignment, the lead is removed from the list; it will reappear on a later refresh only if it still matches a signal.

Snoozing and resuming a lead

Snoozing hides a lead from the Active Leads view for a chosen period, so you can clear leads you have consciously decided to handle later.

1. On a lead row, click the clock icon on the right.
2. A small menu opens with snooze durations: 2 hours, 4 hours, 6 hours, 1 day, 2 days, 3 days, and 7 days. Only the durations allowed for that lead are shown (see Limits and quotas).
3. Click a duration. The lead is snoozed and disappears from the Active Leads view.

To bring a snoozed lead back:

1. Switch the status filter to Snoozed Leads or All Leads (see Filtering and searching).
2. On the snoozed lead's row, click the Resume Lead icon (the same clock icon position; hovering shows "Resume Lead").
3. The lead is un-snoozed and returns to the Active Leads view.

Some leads cannot be snoozed — see Common edge cases. When a lead cannot be snoozed, the clock icon is greyed out and its tooltip explains why.

Filtering and searching

The filter bar sits above the sections (when there are leads to show):

• Search — Type a name, phone number, email, or note text to narrow the list. Click the × in the search box to clear it.
• Status — Choose Active Leads (default), Snoozed Leads, or All Leads.
• Severity — Filter by urgency: Critical, High, Medium, or Low. You can select more than one.
• Flag Type — Filter by one or more signal types (for example, only show "Reply Pending" and "High Intent, No Action").
• Filter icon — Opens the full CRM filter set, including pipeline, stage, source, sequence, broadcast, created date, reminder date, days in stage, and your custom attributes. Applied filters appear as removable chips beneath the bar.

Filters combine together (a lead must match all of them), and within a single multi-select filter a lead matches if it satisfies any of the chosen values. To clear everything at once when no leads match, use the Clear Filters button on the empty-state screen.

Turning Co-Pilot on or off

The Co-Pilot Active toggle in the page header turns monitoring on or off for your whole organization. When it is off, Co-Pilot stops surfacing leads and shows a "Monitoring is Disabled" screen for everyone in the organization. Flip it back on (here or via the Enable Co-Pilot button on the disabled screen) to resume.

Configuring settings

Click Settings in the page header to open Co-Pilot Settings. See the next section for each option.

Settings and configuration

Co-Pilot Settings apply to your whole organization — changes affect what every team member sees, so they are usually managed by an admin or manager. Each setting saves automatically a moment after you change it, and a "Settings saved" confirmation appears. New or changed settings take effect on the next refresh (within 30 minutes).

Choosing stages per pipeline. For both Excluded Stages and Hot Lead Stages, pick a pipeline and then choose one or more of its stages. If you have several pipelines, click Select another pipeline to add a row for each. Use Select All to choose every stage in a pipeline at once.

A stage cannot be in both lists. A stage that is already used in Hot Lead Stages cannot also be Excluded (and vice versa) — a stage cannot be high-priority and ignored at the same time. Such stages appear greyed out in the other list, labelled "Used in [the other list]". If you try to save an overlapping selection, the change is rejected with an explanatory message.

Hot Lead Stages warning banner. If Co-Pilot is on but no Hot Lead Stages are configured, a banner appears at the top of the page: "Hot Lead Stages Not Configured". It explains that the High Intent, Lead Went Silent, and No Automation Running signals are paused, with an Open Settings link to fix it. Pick at least one hot stage to resume those signals on the next refresh.

Limits and quotas

• Snooze durations are capped per lead. How long you can snooze a lead depends on its most urgent signal. The snooze menu only shows the durations that are allowed. The maximums are:

  Most urgent signal	Maximum snooze
  High Intent, No Action	2 hours
  New Lead, No Contact	4 hours
  Reply Pending	6 hours
  No Automation Running	1 day
  No Calls Ever Made	2 days
  Call Gap	2 days
  Lead Went Silent	2 days
  Followups Exhausted, Lead Silent	2 days
  All Calls No Response	3 days
  Sequence Complete, No Stage Move	3 days
  No Phone Number	3 days
  Stage Stale	7 days
  Long-Term Dormant	7 days
  Delivery Failure / Delay	Cannot be snoozed

• Some leads cannot be snoozed at all. A lead whose most urgent signal is Delivery Failure / Delay can never be snoozed. A lead at Critical urgency for Lead Went Silent or Long-Term Dormant also cannot be snoozed (these are considered too important to hide).

• Intent Score Threshold must be between 1 and 10.

• Unanswered Follow-up Limit must be between 1 and 50.

• Signal chips per row — up to two are shown; the rest are revealed with the +N more chip.

• Refresh frequency — the list recomputes about every 30 minutes; acting on a lead clears its signal within a few seconds.

Common edge cases

• A lead I just messaged is still showing. The list refreshes on its own roughly every 30 minutes, but acting on a lead usually clears the relevant signal within a few seconds. If a different signal still applies (for example, you replied but the lead also has "No Phone Number"), the lead remains with the other signal.

• A lead disappeared right after I moved its stage. This is expected. Once you act on a lead, its triggering signal clears and the row is removed. It will only return if it still matches some signal on a later refresh.

• The snooze clock icon is greyed out. The lead's most urgent signal does not allow snoozing (Delivery Failure / Delay, or a Critical "Lead Went Silent" / "Long-Term Dormant"). Hover the icon to see the reason. Act on the lead instead of snoozing it.

• I cannot find a snoozed lead. The default Active Leads view hides snoozed leads. Switch the status filter to Snoozed Leads or All Leads to see and resume them.

• My High Intent / Lead Went Silent / No Automation signals never appear. These three signals require at least one Hot Lead Stage to be configured in Settings. If none is set, they are paused and a warning banner appears.

• Older leads are not being monitored. Co-Pilot monitors leads created from the point your organization started using it. Leads that existed long before Co-Pilot was activated may not appear.

• Leads in my "Won" or "Lost" stages keep showing. Add those stages to Excluded Stages in Settings so Co-Pilot stops raising signals for them.

• A teammate sees a lead I do not (or vice versa). Co-Pilot only shows leads in the pipelines you have access to. Different pipeline access means different lists.

Troubleshooting

The whole page shows "Co-Pilot Monitoring is Disabled".

• Cause: Co-Pilot is turned off for your organization.
• Fix: Click Enable Co-Pilot on that screen, or turn on the Co-Pilot Active toggle in the header. This affects the entire organization.

The page shows "No Leads Available".

• Cause: Your organization has no leads for Co-Pilot to monitor yet.
• Fix: Click Add Lead to go to the CRM and create one, or import leads. Once leads exist and activity builds up, signals will start to appear.

The page shows "Monitoring in Progress" with no leads.

• Cause: You have leads, but none currently match any signal. This is a healthy state — there is nothing that needs attention.
• Fix: Nothing to do. New signals will surface automatically as activity changes.

The page shows "No Matching Leads".

• Cause: Your current filters or search exclude every lead.
• Fix: Click Clear Filters to reset the filters and search, then review the full list.

Delivery Failure / Delay signals keep appearing.

• Cause: Recent WhatsApp messages to those leads are failing or are delayed.
• Fix: Check your WhatsApp connection (Cloud API account or the Chrome extension session) and the affected leads' message status. See WhatsApp API Integration or Chrome Extension.

Decision tree — "Co-Pilot is empty but I expected leads":

• If the page says "Monitoring is Disabled" → turn Co-Pilot on.
• If it says "No Matching Leads" → clear your filters and search.
• If High Intent / Lead Went Silent / No Automation are the signals you expected → configure Hot Lead Stages in Settings.
• If you expected call signals → these are enabled by Kraya; if they are not showing, contact your Kraya POC to have call tracking signals enabled.
• If none of the above → the leads may simply not match any signal right now, or they may predate Co-Pilot's activation.

FAQs

• How often does Co-Pilot update? About every 30 minutes. On top of that, acting on a lead clears its signal within a few seconds, so handled leads drop off quickly.

• Why does one lead show several signals? A lead can match more than one rule (for example, "New Lead, No Contact" and "No Phone Number"). All matching signals are shown; the most urgent one decides which section the lead appears in.

• Does snoozing a lead change anything in the CRM? No. Snoozing only hides the lead from Co-Pilot's Active Leads view for the chosen time. It does not pause sequences, change the stage, or affect anything else.

• Will Co-Pilot send messages on my behalf? No. Co-Pilot only highlights leads and provides quick action buttons. You decide what to do — sending a message, moving a stage, or assigning a sequence is always your action.

• Why do I not see call-related signals? Call signals (No Calls Ever Made, Call Gap, All Calls No Response) only appear once call tracking signals have been enabled for the organization by Kraya. If they are expected but missing, contact your Kraya POC to have them enabled.

• Why are some signals missing entirely? The High Intent, Lead Went Silent, and No Automation Running signals are paused until you configure at least one Hot Lead Stage in Settings.

Tips and best practices

• Work top-down: clear the Critical Intervention section first, then Needs Attention Today.
• Configure Hot Lead Stages early — without them, three of the most valuable signals stay paused.
• Add your Won and Lost stages to Excluded Stages so closed leads do not clutter the list.
• Use the Flag Type filter to focus a work session — for example, show only "Reply Pending" to clear your response backlog.
• Snooze a lead only when you have consciously decided to handle it later; for anything you can deal with now, act on it so it clears for good.
• Tune the Intent Score Threshold if "High Intent, No Action" surfaces too many or too few leads.
• Switch to Snoozed Leads periodically to review leads you set aside and resume any that are ready.

Related features

• Auto Followups — the sequences you assign from the "Assign Sequence" action
• Smart Triggers — rule-based automation that can act on leads automatically; Co-Pilot surfaces leads for manual action instead
• Call Tracker — powers the call-related signals
• WhatsApp API Integration — affects how "Send Message" routes and why "Delivery Failure / Delay" appears
• Chrome Extension — used for "Send Message" on pipelines without a Cloud API number
• Filters — the full CRM filter set available behind the filter icon

Screenshots